Cookie does not keep a schedule. From I have been reading with her she has called me at different times. As someone stated before once she has too many people in line I believe her line closes out(?) and then it goes to scheduling an appt option. As for scheduling an appt with her ,from my experience she accepts it most times and sometime she does not accept my schedule request. I'm not sure if it's because you are a new client as to why you haven't heard back or probably she hasn't been on. Just keep trying, you will get to speak to her eventually.